
Senior Manager/manager, Operations Management
6 days ago
[What the role is]
Plan, drive and implement strategic outsourcing initiatives under the Business Process Outsourcing (BPO) contract/s. Work closely with internal stakeholders and Service Partner/s (SPs) to implement and enhance shared services partnership and delivery.
[What you will be working on]
You will report to the Team Lead and be responsible for the following:
1. Work with stakeholders to ensure smooth delivery of timely and quality outsourced services, including operational and risk issues.
a) Ensure that contractual requirements like Service Level Agreement (SLA) and Key Performance Indicators (KPIs) are met by SPs,
b) Monitor performance of SPs to ensure outsourced works are performed in accordance with business needs and BPO contractual requirements,
c) Facilitate change requests in service delivery,
d) Review and facilitate payment arrangements with SPs and agencies tapping on BPO contract.
2. Drive BPO process reviews and innovations to achieve continuous improvements in service delivery.
a) Work with SPs to drive innovations,
b) Review service innovation proposals,
c) Work with stakeholders in streamlining BPO processes for more effective and efficient service delivery.
3. Foster and maintain strong collaborative relationships with internal and external stakeholders.
a) Understand the needs of divisions and facilitate the desired outsourcing arrangement,
b) Ensure issues and incidents are managed and addressed fairly for all parties.
[What we are looking for]
To perform well in this job, you should possess the following:
- Tertiary qualification (those with experience in shared business services or BPO; and/ or work experience in the public service sector will be advantageous),
- Possess good interpersonal skills, able to build strong relationships and confidently collaborate with internal and external stakeholders at different seniority levels,
- Possess data management and analytical skills, (with hands-on knowledge of Microsoft Excel such as formula functions, pivot tables) to prepare, analyse and interpret data and to be able to propose next course of actions,
- Able to perform business process reviews, manage business process improvement projects and manage BPO service delivery performance/ quality,
- Able to communicate (write/ present) well,
- Adaptable and resilient personality who is open to feedback and changes, sensitive to ground needs, and able to adapt to rapid changes in the work environment and plans as business needs evolve.
- Fresh graduates are welcome to apply,
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